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Tracker

Introduction

Tracker is looking for an experienced Analyst to join our technology team based in Pretoria.

Job description

  •  Investigate Incidents / Tickets logged to the Development Support team regarding data discrepancies, queries and develop temporary workarounds when or where needed
  •  Identify recurring issues (issue trends) in order to assist with incident /problem management
  •  Identify possible new features for future developments
  •  Document and escalate incidents and logging bug fixes to Developers
  • Ensure that all assigned Incidents / Tickets are actioned and cleared daily, updated accurately, reassigned or closed appropriately, and are delivered to business standards within SLA
  • Assist development teams to identify system issue trends and present corrective actions with any eye on reducing support calls and maintenance work
  • Provide technical guidance for junior members of the team and create periodic status reports for management
  • Maintain, manage and update technical system documentation
  • SQL query writing including stored procedures for use by team to assist in query resolution
  • Perform root cause analysis on Incidents / Tickets
  • Study and document industry and internal standard support process and procedures with a purpose of delivering world class service across all engagements
  • Practise a culture of positive customer engagements with a view on customer centricity
  • Self-have received relevant training on all tools used in the support space
  • In-depth understanding of the assigned applications at a user and functional level
  • In-depth understanding of the assigned infrastructure and applications running on them
  • Take accountability and ownership of high priority incident / ticket (s) life cycle until resolution.
  • Participate in the daily operational support, communicate issues, delays, achievements and other project progress meetings
  • Contribute / participate in all aspects of the team / project and always assist with overall delivery goal.
  • Continual support process improvement via knowledge sharing, documenting and inquisitiveness
  • Collaboratively ensure that Incidents / Tickets has less than 1% SLA Breaches in order to drive self-improvement
  •  Work in close relationship with the software developers in resolving issues and support preparation for released software
  • Every team member is aware of decisions being made and of internal progress.
  • The reporting frequency and content supports issues raised by stakeholders for the decision-making process.
  • Maintain effective communication with all stakeholders on incidents or requests logged.
  • Ensure consistent and regular feedback is supplied to requestor or other involved parties

Minimum requirements

  • National diploma in IT/B.SC Computer Science / Engineering 
  • 5 plus years’ experience in Computer Applications, System or Database support is non-negotiable
  • 5 years solid experience in Microsoft /Oracle SQL, a formal Microsoft and/or Oracle SQL qualification is a firm requirement.
  • Strong SQL query writing skills, preferably working knowledge of Oracle PL/SQL and Microsoft T-SQL, and SQL query optimisation. 
  • Strong analytical skills
  • Experience with source control tools such as Microsoft TFS and GIT would be advantageous.
  • Experience in coding Frameworks, Standard practices and source code configuration management.
  • Proficient in Windows and Microsoft Office products.
  • 3 plus years’ experience in Development or Microsoft /Oracle SQL database production support
  • Knowledge of Server Administration, Networking and IT infrastructure.



Do you require help with the registration process?

Our Support team is here to assist. Tel: 010 140 3099 Email: trackersupport@pnet.co.za
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